Customer Operations - Customer Operations Specialist

Customer Operations - Customer Operations Specialist Collegeville, PA 19426, USA Job Description Posted Monday, August 24, 2026 at 4:00 AM The Customer Operations Specialist is a technically focused customer-facing role that combines engineering knowledge, problem-solving expertise, and operational coordination to deliver exceptional customer support. Acting as a trusted liaison between customers and internal teams, this individual leverages a strong understanding of the site's products, manufacturing processes, and technical capabilities to develop solutions that meet customer requirements. Working closely with Operations, Planning, Engineering, Quality, Customer Success, and Sales, the Customer Operations Specialist serves as an advocate for the customer while balancing business and operational objectives. This role is responsible for driving timely issue resolution, providing technical and commercial support, managing standard and repeat quotations, and overseeing order management activities for factory-direct customers. The incumbent will display success in a strong technical aptitude, attention to detail, effective communication skills, and the ability to translate customer needs into actionable solutions that are delivered with speed, accuracy, and professionalism. Accountabilities & Responsibilities: Adheres to all safety, environmental, security and quality requirements including, but not limited to: Quality Management Systems (QMS), Safety, Environmental and Security Management Systems, U.S. Food and Drug Administration (FDA) regulations, company policies and operating procedures, and other regulatory requirements. Champion the voice of the customer as appropriate within the site Instill customer advocacy during interactions with peers and facility personnel. Partner with Customers, Sales and Customer Service organizations to meet customer requirements and grow sales Develop and foster customer relationships by working directly with Factory Direct customers and partnering with Sales and Customer Service for Strategic and Multi-Site customers. Communicate with customers and other Integer functions (Sales, Customer Service) to fully understand customer requirements. Ensure that all customer contractual obligations are implemented and maintained as required. Provide input for Quarterly Business Reviews and participate as required. Provide information and input to the annual and monthly forecasting process, including reconciliation to the monthly facility forecast. Execute contract review for order entry process at the site level. Support intercompany quoting and order entry process between sites. Execute Customer Operations processes accurately and within established timeframes Execute contract review for order entry process at the site level. Work with Site Planning and Operations to establish and communicate standard product lead times. Work with facility personnel (Planning, Operations and Purchasing) to meet customer requests for items such as order expedites and change requests Communicate and monitor plans for expedite requests and recovery plans to Sales, CSR's, Customers and Operations as required to meet commitments Execute quotation process for Repeat and Standard Products Support Technical Solutions group for New Product quotations Work together with Customer Operations team to achieve sales and key metric performance goals Collaborate with Customer Operations team and facility personnel to deliver on key metrics including Order Acknowledgement Cycle Time and Quote Cycle Time. Work with the Customer Operations Team members to identify process improvement opportunities to better serve customers Support and participate in the lean manufacturing cultural change to drive out waste in manufacturing processes Customer point of contact for site level issue resolution Prepare and arrange customer visits, business reviews, and audits at the manufacturing sites. Coordinate the finished good item configuration to ensure revision, price, and specifications are accurate. Performs other duties as required. Position Requirements: Minimum Experience: 5+ years of experience in manufacturing or medical device field Knowledge & Skills: Customer focused with sales and service acumen. Demonstrated experience in an engineering discipline, with the ability to apply technical knowledge to solve customer and operational challenge Experience reading and understanding design drawings and specifications preferred. Ability to communicate effectively across the organization throughout all levels both verbally and written. Ability to work independently as well as collaborate effectively in a team environment. Demonstrated ability to be highly organized and adaptable to meet business deadlines in a dynamic environment. Highly organized and able to manage multiple tasks simultaneously. Strong problem solving and analytical skills with the ability to identify root causes and implement effective solutions Strong computer skills with proficiency in Microsoft Office Suite and other business software applications. ERP Experience: Oracle or JD Edwards experience is a plus. Environmental Working Conditions: N/A It is impossible to list every requirement for, or responsibility of, any position. Similarly we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs. The associate must successfully complete the general RCRA Awareness training through the onboarding training process upon their start at Viant followed by an annual refresher. If the associate changes their position or begins to handle larger quantities of chemical waste (Above 20 gals) at a time, additional training will be required. #J-18808-Ljbffr Viant Medical Inc.